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We recently had the pleasure of attending the Toronto stop on Jive’s 2016 “Power of Connection” tour. The luncheon featured speakers Tim Wike, formerly of Thomson Reuters and now Sharper Solutions, John Miller from Scotiabank, and Martin Teasdale from the Royal Bank of Canada. The panel covered topics ranging from Intranet adoption to engagement measurement.

 

The Power of Connection session expanded on Intranet adoption best practices and took a deeper look at employee engagement measurement, insights and tactics.

 

Key Measurement Criteria

 

The speakers agreed that the most common measurement mistake platform owners make is to focus on increases in monthly impressions. All three panelists advocated for measurement criteria that tells a compelling story that can be used to build your business case internally come renewal time.  As Martin Teasdale, Enterprise Community Manager at RBC put it, “it’s about how many people do something as a result of the content.”

 

Key measurement criteria includes:

  • # of searches being performed within the community
  • # of members using tools designed for their specific job functions (e.g. are project managers using agendas, to do lists, calendars, tasks)
  • Focus usage measurement on specific use cases (e.g. reducing # of third party tools)
  • Weighting interactions heavier than views, Likes, Ratings and Comments to get a proper sense of whether users are “digesting” content rather than simply skimming it

 

Evolve Your Content

 

John Miller, Sr. Manager of Enterprise Collaboration at Scotiabank, used the example of short form versus long form communications to highlight how you can promote engagement by adapting your publishing behaviours. His observation was that greater engagement is achieved with shorter posts, such as a quick thought ending in a question mark or even several sentences to spur a conversation or thread. In an example, he described how a CEO could quickly ask a question to the company that results in a healthy dialogue rather than spend hours crafting a multi-paragraph post that results in “crickets”.

 

Shorter communication tactics reduce time and resources for senior leaders, while making it more clear that employees at all levels are being invited to participate in the conversation.

 

Create an Engagement Index

 

Tim Wike, Founder of Sharper Solutions, described creating his own Engagement Index. The Index is an amalgamation of all activities that users can engage in, both on a Content level and a Place level. The Index is an elaborate attempt to determine what content sparks the most engagement. He also spoke to the idea of weighting actions as part of the Index, where actions such as a “like” would not be as heavily weighted as a new “comment” or “post”.

 

Another interesting tactic Tim described was conditioning user behaviour and responses, and understanding how to distinguish between "liking" something (which is more of an acknowledgement) and actually getting value from it and wanting to recommend it. Tim noted that every organization will value types of engagement differently but indicated that the amount of time spent in Places (or with certain content) tells you what content is successful in engaging a community.

 

One final measurement takeaway from the session: It’s critical for organizations to establish goals for engaging its communities because without goals, how can there be an understanding of what you want to measure for community engagement? Technology is truly a means to support what you and your organization want to achieve.

june15-1.jpgOn June 2nd, TemboSocial participated in the Toronto Jive User Group hosted by Blueprint Software Systems at their beautiful office (thank you to Saranya Yogarajah and Luigi Mariani for hosting the meetup) . There were great discussions and lots of learnings about the challenges, opportunities and successes of building an active community.  The best part is, we took lots of notes!

 

One of the presentation topics that resonated strongly was about Jive user adoption and best practices, presented by Xhevair "Jev" Maskuli, Solutions Engineer at Jive. Jev talked about these 3 key Jive adoption success factors:

 

  1.     Senior leaders role-modeling: 87%*
  2.     Integrating Jive into day-to-day activities: 81%*
  3.     Removal of other tools: 63% *

 

*Percent of survey respondents reporting that these factors were “valuable,” “very valuable,” or “extremely valuable,” from Nov 2012 survey of ~400 Jive customers by a top 3 global business consultancy.

 

Based on what we’ve learned from our customers who use TemboSocial’s Jive-integrated solutions, we couldn’t agree more with these success factors. Here’s why:

 

Success Factor 1: Senior Leaders Role-Modeling

 

When launching a new social business strategy, it's not enough to have great tools and a super integration team. You've got to have alignment with business goals and buy-in and participation from senior leadership.

 

According to change management expert John Kotter, 3 out of 4 senior leaders need to be convinced that change is necessary before a major cultural transformation can succeed. So step one is to get your senior leadership team to recognize there’s a problem.

 

The good news is it shouldn’t take too long to come up with a list of pain points related to the way people interact inside your organization. Are people spending endless hours in the meeting room or slogging through email all day? Are your turnover stats too high and your employee engagement numbers too low? These pain points are all signs that a major cultural makeover could improve the way you do business. This can be made possible by bringing integrated tools into your Intranet like Polls and Surveys or Employee Recognition to boost participation throughout your organization.

 

Success Factor 2: Integrating Jive into Day-to-Day Activities

 

Giving employees a reason to log on to the company Intranet to find information and resources that help them do their jobs better will give your social strategy a much needed lift. Spending time inside the Intranet expands employees’ networks, and connects them with people whom they never would have been in touch with otherwise - whether they’re from two floors up or from another office halfway around the world. A wider knowledge base and resource bank helps drive productivity and efficiency.

 

june15-2.jpgAnother key to Intranets is that they are social. So infusing your Intranet with interesting user-generated content, helps drive success of your social strategy. User-generated content is the life blood of the community and what keeps people coming back to participate in the discussion. Introducing engaging tools like polls and surveys is yet another way to boost participation and encourage your employees to spend more time within your Intranet.

 

Success Factor 3: Removal of Other Tools

 

Expanding on the idea of integrating Jive into your employees’ daily activities, is removing redundant  and stand-alone tools that compete with the Intranet. Integrating social programs within your company Intranet helps to leverage your existing investment in technology and drive your ROI.

 

An integrated and socially connected platform is also key to breaking down information silos between groups or departments within your organization, bringing all information into one place for employees. An active, social Intranet, where employees are connected and well-informed about company business is key to driving employee engagement and boosting employee performance within your organization.

 

It’s time to adopt a pro-social way of doing business by leveraging your investment in your Intranet program and discovering the power of integration.

Having trouble building and maintaining an engaged online community? While planning and strategy are essential, it's really about having the right tools to bring your strategy to life.

 

Join TemboSocial's Steven Green and Social Edge Consulting's Megan Murray this Wednesday to learn how tools like TemboSocial Surveys, Forms & Polls helped Macy's, Cleveland Clinic, and the Royal Bank of Canada increase community participation and drive deeper engagement.

 

This is going to be a fantastic webinar with lots of amazing content to share - looking forward to seeing each of you there! Register here.